CASY-MSCCN Jobs

Job Summary:

The Field Delivery Director (FDD) is directly responsible for operational leadership related to all Final Mile / Bulk Delivery Distribution for Lowes's. The FDD manages customer satisfaction by monitoring a competitive and efficient delivery service for merchandise purchased in our stores, online or at the contact center. This position oversees a team of Field Leaders, CSC Associates, and 3PL providers that are responsible for Final Mile/Bulk Distribution product from Stores, XDTs. The FDM instructs cross-functional business units and is responsible for leading positive relationships with Store Operations, Supply Chain, Loss Prevention, Customer Contact Center and other stakeholders The FDD trains various CSC teams, Store/Operations Management, Stores, and Field Service Managers to identify and implement solutions that support successful home delivery operations, all while acting as an advocate for customers. The FDD position must be proficient in people development and be experienced in "Leading Leaders" toward maximum potential. This role participates in strategic decisions related to Final Mile/ Bulk Distribution and works closely with cross-functional partners to design future state improvements. The FDD is responsible for achieving delivery, margin and profit goals within a defined Division, and Regions up to 650 stores through effective management of the relationship between 3rd party delivery vendors and Lowe's store locations and Cross Dock -Central Delivery Terminals (XDT's/CDTs) within the Division or Region assigned. The FDD anticipates and ensures the desired customer experience by identifying capability gaps and providing training and coaching – in partnership with 3rd party delivery vendor Filed leadership teams – to address gaps. The FDD also verifies defined performance metrics and identifies overall trends that need to be addressed. To be successful, the FDD must understand Big and Bulky home delivery and final mile logistics and have extensive knowledge of sales management and leadership techniques and how they apply in an omni-channel sales environment. The FDD must also have working knowledge of DOT regulations at both the state and federal, to ensure compliance to state and federal regulations for those operating any Lowe's delivery vehicle. By working to ensure the best possible home delivery experience, the FDD plays a critical role in supporting and driving market and Division, Regional sales performance in the following areas: Installed Sales, Special Order Sales, Pro Sales, and Interior and Exterior Project Sales.

Essential Functions:

• Provides oversight and drives accountability in one or more delivery vendor(s) operating 7 days per week in multiple locations.

• Develops, communicates and benchmarks improvement plans and cost out initiatives with delivery vendor(s).

• Continually identifies opportunities to improve operational efficiency and cost effectiveness through improved systems capability, process improvement, product flow methods, and applied technology; performs benchmarking of Lowe’s Final Mile to identify strengths and weaknesses, and to identify required improvement projects.

• Drives adherence to established invoicing processes and ensures accuracy of all invoicing in assigned Market.

• Maintains ongoing communication and relationship building with delivery vendor(s), as well as store operations leadership team, to ensure alignment to delivery program objectives and safety compliance.

• Maintains continuous dialogue with vendor partner(s) to address claims, risk, complaints, and anything that would damage Lowes brand.

• Works with vendor partner(s) to implement changes to processes, procedures, etc. (e.g., new installation types).

• Assists with escalated customer issues/complaints related to delivery and any store complaints regarding contracted driver team.

• Drives compliance of stores and delivery vendor(s) to delivery program Standard Operating Procedures (SOPs).

• Supports the onboarding of new stores and XDTs to defined delivery vendor(s).

• Supports onboarding of and new technologies and processes in stores and XDTs with delivery vendors.

• Serves as the conduit between the market/stores/pros/PSIs and delivery vendor(s), supporting/designing accurate end-to-end processes/communication to all parties, focused on the customer.

• Conducts customer site visits and ride behinds to ensure consistent customer experience and/or to follow up on escalated issues.

• Monitors post-delivery feedback through Voice of Customer (VOC) reporting and Key Performance Indicators (KPIs), along with service standards defined in the Statement of Work (SOW).

• Holds delivery vendor(s) accountable when not meeting Service Agreement (SLA) and follows up to determine reasons for SLA failure.

• Facilitates Market Quarterly Business Review (QBR) process – a standardized format for reviewing metrics against goal and planning for the next quarter.

• Researches problems and identifies root cause of issues, then provides or recommends appropriate resolution (e.g., training) and raises visibility to leadership in Lowe’s and vendor partner(s).

• Tracks and drives improvement in store metrics, including but not limited to add/delete, Customer Experience Management (CEM), Customer Care Incident Center (CCIC), damages, store readiness and store staffing.

• Supports capacity planning efforts in assigned Division or Region, including annual and peak capacity planning.

• Ensures Lowe’s driver compliance to Lowe’s and DOT regulations, and identifies any state regulations that are unique to a specific area and communicates these to stores and drivers.

• Ensures that Lowe’s maintains a low-cost operating position by managing effective delivery schedules, properly training delivery associates, and conducting regular maintenance on delivery equipment.Oversees all aspects of operational leadership, product flow and cost management of all locations

• Provides oversight and drives accountability in one or more delivery vendor(s) operating 7 days per week in multiple locations.

• Accountable for financial performance, productivity and quality metrics and discusses gaps and mitigation strategies with vendor and Lowe’s management on ongoing basis.

• Develops, communicates and benchmarks improvement plans and cost out initiatives with delivery vendor(s).

• Continually identifies opportunities to improve operational efficiency and cost effectiveness through improved systems capability, process improvement, product flow methods, and applied technology; performs benchmarking of Lowe’s Final Mile to identify strengths and weaknesses, and to identify required improvement projects.

• Reviews Market- productivity and quality metrics with Markets monthly, and utilizes this information to drive operations improvements at the Division, Market or Regional .

• Facilitates positive relationship between vendor carrier management staff and the stores.

• Drives adherence to established invoicing processes and ensures accuracy of all invoicing in assigned Division or Region.

• Maintains ongoing communication and relationship building with delivery vendor(s), as well as store operations leadership team, to ensure alignment to delivery program objectives.

• Maintains continuous dialogue with vendor partner(s) to address claims, risk, complaints, and anything that would damage Lowes brand.

• Works with vendor partner(s) to implement changes to processes, procedures, etc. (e.g., new installation types).

• Leads delivery related messaging to field/stores within assigned Division or Region.

• Serves as POC for escalated store delivery issues with delivery vendor(s).

• Assists with escalated customer issues/complaints related to delivery and any store complaints regarding contracted driver team.

• Drives compliance of stores and delivery vendor(s) to delivery program Standard Operating Procedures (SOPs).

• Reviews Market- productivity and quality metrics with Markets monthly, and utilizes this information to drive operations improvements at the Division, Market or Regional .

• Supports the onboarding of new stores to defined delivery vendor(s).

• Supports onboarding of and new technologies and processes in stores with delivery vendors.

• Leads delivery portion of monthly VPSO meeting (and includes delivery vendors) to communicate metrics and collect feedback.

• Serves as the conduit between the market/stores/pros/PSIs and delivery vendor(s), supporting/designing accurate end-to-end processes/communication to all parties, focused on the customer.

• Conducts customer site visits and ride behinds to ensure consistent customer experience and/or to follow up on escalated issues.

• Monitors post-delivery feedback through Voice of Customer (VOC) reporting and Key Performance Indicators (KPIs), along with service standards defined in the Statement of Work (SOW).

• Holds delivery vendor(s) accountable when not meeting Service Agreement (SLA) and follows up to determine reasons for SLA failure.

• Participates in the RFP process for carrier selection during bid renewal periods.

• Facilitates Divisional or Regional Quarterly Business Review (QBR) process – a standardized format for reviewing metrics against goal and planning for the next quarter.

• Searches for ways to grow the delivery business by leveraging new technology and vendor capabilities.

• Researches problems and identifies root cause of issues, then provides or recommends appropriate resolution (e.g., training) and raises visibility to leadership in Lowe’s and vendor partner(s).

• Visits the delivery vendor contact center and ensures SLAs are being followed.

• Encourages stores and delivery vendor(s) to work together to streamline operations and find efficiency improvements.

• Metrics - Develops, communicates and benchmarks improvement plans and cost out initiatives with stores and delivery vendor(s). • Tracks and drives improvement in store metrics, including but not limited to add/delete, Customer Experience Management (CEM), Customer Care Incident Center (CCIC), damages, store readiness and store staffing. • Enables the company to measure performance more effectively by utilizing both delivery vendor(s) and Lowe’s real time data to diagnose issues at the Division/Region/Market/Store s and help establish expectations and improve processes.

• Planning - Supports capacity planning efforts in assigned Division or Region, including annual and peak capacity planning. • Works closely with the delivery vendor(s) to proactively (typically at least 3 months in advance) plan capacity for promotions, etc. • Leads the annual budgeting process for Division or Regional delivery expenses; the delivery budget rolls into the corporate budget process. • When necessary, manages the transition of a vendor in or out of a Lowe’s location. • Works closely with the SVP, Regional and Market leadership to ensure that stores and employees set goals and provide open feedback and coaching to drive performance improvement. • Works with Divisional, Regional and Market leadership to ensure that HR Managers (HRMs) ensure stores are staffed to handle delivery capacity.

• Support Non-Outsourced Remote Store Locations - Supports remote Lowe’s locations with in-house delivery teams and ensures compliance of Lowe’s policies and procedures. • Trains and coach’s delivery staff. • Monitors the delivery vehicle inspection process. • Addresses customer complaints that are elevated. • Ensures Lowe’s driver compliance to Lowe’s and DOT regulations, and identifies any state regulations that are unique to a specific area and communicates these to stores and drivers. • Inspects trucks and drivers, ensures compliance to all federal, state, and local regulations regarding the operation of any Lowe’s delivery vehicle. • Ensures that Lowe’s maintains a low-cost operating position by managing effective delivery schedules, properly training delivery associates, and conducting regular maintenance on delivery equipment.

Requirements:

• High school diploma or GED

• 5 years of experience in retail leadership or professional environment OR 8 years of experience in retail leadership or professional environment

• 5 years ofleadership experience with direct or indirect report responsibility

• Experience working in a matrixed environment where had to influence others without direct authority

• Experience independently managing escalated customer service issues and complaints

• Experience creating holistic solutions/plans to solve systemic customer issues

• Able to work a flexible schedule (e.g., holiday, transitions, peak seasons, etc.)

Preferences:

• 2 years of final mile delivery (including appliance delivery), direct to home logistics or transportation management experience

• Experience applying DOT regulations to job responsibilities

• Leadership experience with direct report responsibility

• Experience analyzing and using internal (e.g., P&L, exception reports) and external (e.g., customer and industry) sources of data to make fact-based decisions

• Big-box retail industry experience

Pay Range for CA, CO, HI, NJ, NY, WA: $ - $ annually

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page (https://talent.lowes.com/us/en/benefits) .

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Pay Range for CA, CO, HI, NJ, NY, WA: $109,800.00 - $183,000.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.